Michael Cayanan Email & Phone Number

Cabuyao, Ph

Calabarzon, Philippines

Philippines

Provide end-user support through the use of laptops, desktops, thin clients, and mobile phonesTake client calls, log them and where possible resolve service requestsSupport SOC monitoring, incident response by whitelist /blocklist the email address,Hash file, URL, domainsCheck Threat Locker access request by the user for approval of install software applicationRelease / decline requested quarantine emailCheck Malware, Spam Email, Phishing Email in Microsoft Windows DefenderRemote tool assistance using Datto and Screen ConnectLog ticket/s in Autotask if neededAnalyze incident request if needs to be assign to relevant stakeholdersManage creation and deletion of User accounts in AD, M365 Admin Center and Azure ADAssist user to setup Uniflow PIN code for Canon PrinterProvide access permission to shared drive and share mailboxes

Philippines

Troubleshooted and administered MS Office 365 and Exchange Server.Managed Active Directory and performed user creation and termination requests.Configured hardware and software remotely using RMM (Remote Monitoring and Management) tools.Created knowledge base articles and process documents.Resolved incidents and fulfilled requests within SLAs.Identified and eliminated root causes to reduce incident volume through proactive problem management.Conducted basic network troubleshooting and fault finding.Collaborated with third parties to facilitate repair work for onsite desk-side equipment.Ensured adherence to client's service procedures.Possessed an in-depth understanding of MS Active Directory and Group Policy.Performed service administration tasks for software and hardware products.

Philippines

Provided technical support for setting up DNS records on domain settings.Assisted customers with website navigation on the Website + Marketing platform.Administered domain forwarding, transfers away from GoDaddy, and transfers to another GoDaddy account.Monitored domain status and provided feedback to customers regarding expiration and renewal.Assisted customers in purchasing GoDaddy products and services (domains, website hosting, Microsoft Office 365, SSL certificates).Facilitated email migration to Office 365, set up SSL certificates and website security services, and merged GoDaddy accounts.Assisted customers with domain forwarding to their websites.Supported customers with Office 365 email forwarding.

Philippines

Assigned Office 365 licenses to new and existing end-users.Worked in shifts, providing 24x7 global IT operations support.Addressed Outlook email and Skype for Business issues, including Exchange remote mailbox administration and Office 365 client connectivity.Improved existing Office 365 monitoring, management, and reporting tools and utilities.Served as the Tier 2 support and escalation contact for investigating and troubleshooting Office 365 incidents.Identified problems from recurring Office 365 incidents and provided timely resolutions.Executed standard and non-standard service requests, maintenance, and deployment activities.Developed and documented best practices for supporting the Office 365 application.Defined and maintained operational procedures.Followed change management procedures and collaborated with Office 365 COE, Infrastructure, and application support teams.

17Th F Times Plaza Building Un Avenue Corner Taft Avenue Ermita, Manila

* Successfully completed the setup of IT Infrastructure of new account here in the Philippines.* Work with Project Managers to ensure manage system changes/tasks are completed to meet business requirements.* Manage and/or participate in major incident resolution and maintain up-to-date system documentation.* Responsible for responding to, documenting and resolving service tickets coming from the Global helpdesk system in a timely manner according to SLA.* Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. Install new software releases, system upgrades and resolve software related problems.* Support multiple platforms including desktops, laptops, printers, mobile devices and videoconferencing equipment.* Ensuring that antivirus and other security procedures are followed, and regularly maintaining a database of potential treats and recommended counter measures.* Ensuring that all users are 100% compliant to the company's IT Security Policy* Confirms customer satisfaction before closing a ticket.Assign Office 365 License to new user and improve on existing Office 365 monitoring, management and reporting tools and utilities.Address Outlook email and Skype for Business issues including Exchange remote mailbox creation and administration, Office 365 client connectivity, client software distribution, and mobile installation issues.

34Th St. Panorama Tower Bgc Taguig City

* Serves as the Tier 2 support and being escalation contact of the Global for investigation and troubleshooting of Office 365 related incidents.* Being able to identify problems from recurring Office 365 incidents and provide resolution in a timely manner.* Performs desktop, server and peripheral operating system and software installations and upgrades including all requirements gathering, asset management, as well as end user training and orientation.* Perform user administration duties using Windows Active directory and Office 365 Admin Center.* Identifies and documents workarounds, ensures Knowledge Base is current.* Proactively reviews planned implementations and identify potential integration or problem areas that need to be monitored.* Install, configure and administer the Windows Active Directory and implementation of Security Group Policy, Organization Unit, Shared folder permission (Users, Computer, Printer).* Regukar reporting to management of system performance and downtime, including work order backlog and response time.

Bldg C. Sm Mega Mall Ortigas Center, Mandaluyong, Metro Manila

* Works in shifts covering 24x7 global IT operation, provide assistance both hardware and software troubleshooting.* Install new software releases, system upgrades and resolve software related problems.* Notifies management about reported or potential Major incidents.* Assisting on physical installation and maintenance of Desktop Computer, virus/spyware removal and checking of Registry/ Even Viewer/ IE/ Administrative Tools/ Software interaction.* Windows Server maintenance and active directory administration (User account creation, enable and disable and generate monthly reports.* Fault notification, error reporting, and escalation of faults/error to the appropriate support groups.* Liaise with vendor, collect quotations and contracts, price validation for IT related issues and purchases.* Maintain IT Equipment to keep running good working condition and ensure IT Equipment, e.g. server, printer, tape drive, etc. are covered by warranty services.* Perform patches/updates of operating system monthly and deploy programs thru System Center Configuration Manager (SCCM).* Setup of training room for computer lab and IP phones.* Serve as primary contact on Windows 7 migration of 5,000 computers.* Upgrade memory card of all computer for system performance and maintenance.

Bachelor'S Degree, Computer Science, Completed

Activities and Societies: Member of Philippine Computer Society, Taekwondo Player

Bachelor'S Degree, Computer Science